iTouchVision Service Desk

iTouchVision Service Desk overview

# Information and status#

Each service request has a status, this allow the agent to track and understand what stage the service request is at. Each service request type can have its own status transition. This enforces rules that only allow you to go from one status to another. Each service request has a reference number which will allow your customers to track and monitor their service request. We allow each service request to maintain its own priority. By allowing custom priorities you can maintain defined service level agreements.

# Customer information #

We provide easy access from the service request to the agent to view the submitters or customer contact details.

# Service request questions and answers #

Each service request can be configured to ask the submitter questions. All the answers are saved against the service request. This information will aid the agent in resolving the issue

# Evidence and location information #

The evidence can be any file type, this information can further aid the agent in completing the service request in the define service level agreement. The location information can be used to allow the submitter to pin point the incident or prove an address.

Benefits

The service request module is focused around allowing the back office teams to work on the request and complete the work. A service request can either be a ticket, bug, incident, case or a request for service.

Once a service request is raised it will be available in the agents queue. the agent can open the service request and action the request.

Each request can contain notes as to the progress, and documents that may be generated during the lifecycle of the service request. The service request can be assign to an individual or a group to complete the service request.

FAQs for iTouchVision Service Desk

Below are some frequently asked questions for iTouchVision Service Desk.

Q. What type of pricing plans does iTouchVision Service Desk offer?

iTouchVision Service Desk has the following pricing plans:

Pricing model: Free, Subscription

Q. Who are the typical users of iTouchVision Service Desk?

iTouchVision Service Desk has the following typical customers:

Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business

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